Track and manage your customers' requests with ease

Omnichannel

Give your customers the choice. DataKnowl allows your customers to connect with you
through email, phone, texting, or any
other channel you want. Your customers' requests will be converted into tickets automatically.

Collaboration

Manage tickets collaboratively with your work team. Make the team's work easier and
more efficient.
No more requests shared via email and then lost, or left unanswered because it was
unclear who was working on what.

Requests Tracking

When your customers make a request, they expect you to fulfill it as best as possible.
Our Support Ticket System is
designed to enable you to easily track each request and manage the resolution.

Everything in one place. Engage with your customers like never before.

Your customers are the most important piece of the puzzle. Revolutionize the way you
engage with them, on a channel of their preference.
With Contact you can manage phone calls, thanks a scalable Interaction Center feature,
manage, reply and track request thanks to the complete ticket system, or engage live
with
a customer thanks to the live chat feature as well.

Customers like to reach you by SMS, social media, chat platforms or new home devices
like Alexa.
No problem, with DataKnowl Contact, you can engage with your customer on any supported
channel,
from one interface.

Stop buying, configuring and maintaining tons of software to manage different channels.
With DataKnowl
Contact, all you have to do is set up one simple account, and you are ready to go
and manage the new era of
conversation. It is easy, fast and much cheaper!

Omnichannel help desk

Receive, track, and manage your customers' requests in a single platform, regardless
of the channel they came from:
phone, email, text message, etc.

No request will be lost, or left unmanaged. It meets the needs of your customers,
on their preferred channel.

Our Support Ticket System empowers you to manage all channels from a single platform.
It is no longer necessary
to alternate between multiple tools to manage different channels, with inevitable
delays or missed answers.
Your customers' requests will always be met, and they will thank you.

Team and collaboration

Manage tickets collaboratively with your work team, equipping them with the right
help desk tool to increase productivity and optimize customer request management time.

Make the team's work easier and more efficient.

No more requests shared via email and then lost, notes on paper are easily misplaced,
or struggling with spreadsheets consisting of hundreds of versions. Never again have
unresolved requests because it was unclear who was working on what.

Our ticketing system is specially designed for team collaboration and agent productivity.
Assign tickets to specific team members, track the activities performed by each person,
filter and organize tickets so that each agent works employing their expertise.

Workflow and traceability

The DataKnowl Support Ticket System allows you to work and manage requests following
a structured workflow, assisting you to always keep the progress and processing of
the ticket under control, tracing the various actions taken by the support team, up
to the resolution of the request. All steps are tracked.

Accelerate response times and help agents concentrate by prioritizing tickets to be
resolved, providing them with guidance they can rely on.

Thanks to filters and views on assignment, progress and resolution, and on the basis
of multiple properties, it is always possible to have a complete and exhaustive picture,
to operate at peak performance.

A help desk that helps you manage the requests of your customers.

Automatic email conversion to ticket

Turn emails into tickets in a simple and automatic way. Each email sent to your address
will automatically
be converted into a ticket, including any attachments.

Use an email address assigned by DataKnowl Contact, or deploy one or more email addresses
already in your possession.

Your team manages the ticket generated by the request received via email, using the
DataKnowl Support Ticket
System interface. This system will automatically send replies or notifications to
the customers via email,
transparently managing the conversation over this channel.

Much more than a shared email address! No more shared email accounts, duplicated email
answers,
or lost and forgotten
emails.

Integration with virtual agents - artificial intelligence

Native integration with intelligent virtual agents V-Agent and V-Voice allows tickets
to be
automatically created for requests managed by V-Agent and V-Voice.

The V-Agent or V-Voice become a new agent that is part of your support team,
ready to manage 24-hour requests, with the ability to create tickets for requests
managed both
for traceability purposes but also for collaborating with human agents.

In this way it is possible to significantly increase the efficiency of your support
team,
manage multiple requests, decrease the average management time per request, and cover
all time slots,
with a considerable optimization of operating costs.

Security by design - GDPR compliant

We constantly strive to provide the highest level of security so that your data is
always safe.

DataKnowl is inspired by the concept of "Security by design" - this means that our
platform is designed according to the best security practices, using the best standards
and tools available, and constantly updated.

Our platform is GDPR compliant, with the ability to locate data physically within
the European Union (EU). Visit the dedicated page for more details.

Advanced notifications

Agent notification of ticket processing is automatically sent via email, so that no
progress
in ticket management is lost.

Furthermore, it is possible to create automatic mini-reports for the heads of the
assistance service
and / or other people responsible for control, monitoring, or auditing in your company,
so as to be
always updated on the global status of the resolution of requests.

Supervisors can receive copies of emails or summary reports for optimal monitoring
of activities
and performance.

Integrated with all DataKnowl Services

Choosing DataKnowl means having a whole platform at your disposal, not just individual
services.

A set of solutions for managing communications with your customers on multiple channels,
tracking requests for maximum efficiency and quality, improving the customer experience.

All in one platform. Not tens of services to manage, understand, configure, and integrate,
with all the difficulties and costs that ensue. A single platform, integrated and
easy to use. Optimize costs. Optimize the customer experience.

Self-Service integration

Thanks to integration with V-Agent and V-Voice, your agents can rely on additional
power.
Provide self-service customer care and let your agents manage more complex cases.
Take care of your customer 24 hours a day, 365 days of the year.

Agent Collaboration

DataKnowl Contact Agent can rely on a unified communication collaborating system to
talk and collaborate on providing
the best customer service via Internet calls, video calls, and more.

Integrations

DataKnowl Contact can be integrated with the software you prefer and already use.
Want to use the CRM that you already have in your company? No problem! See if it is
already supported,
or create your own integration.
Want to use your Ticket System solution ? Don't worry! It is possible thanks to our
integration features.
We have endless possibilities to build the perfect solution tailored to suit your
needs.

Powerful Analytics and Reporting

Customer Portal and Knowledge Base

DataKnowl Portal is the enabler of effective
self-service customer service.

Your users will be able to find answers to
questions, thanks to Knowledge Base with Natural Language
Processing features, manage tickets in their private
area, and access your custom embedded applications.